If you experience difficulties when searching for recordings using the Session Recording Player, the following error messages may appear on the screen:
Resolution: From the Player menu bar, choose Tools > Options > Connections and verify that the server name in the Session Recording Servers list is correct. If it is correct, from a command prompt, run the ping command to see if the name can be resolved. When the Session Recording Server is down or offline, the search for recorded session files failed error message is Unable to contact the remote server.
Resolution: Verify that the Session Recording Server is connected.
Resolution: Assign the user to the Player role using the Session Recording Authorization Console.
Resolution: Install the correct or trusted CA certificate workstation where the Session Recording Player is installed.
Resolution: From the Session Recording Player menu bar, choose Tools > Options > Connections. Select the server from the Session Recordings Servers list, then click Modify. Change the protocol from HTTP to HTTPS.
If your users see the notification message but the viewer cannot find the recordings after performing a search in the Session Recording Player, there could be a problem with MSMQ. Verify that the queue is connected to the Session Recording Server (Storage Manager) and use a Web browser to test for connection errors (if you are using HTTP or HTTPS as your MSMQ communication protocol).
To verify that the queue is connected:
If the page returns an error such as The server only accepts secure connections, change the MSMQ protocol listed in the Session Recording Agent Properties dialog box to HTTPS. Otherwise, if the page reports a problem with the Web site’s security certificate, there may be a problem with a trust relationship for the TLS secure channel. In that case, install the correct CA certificate or use a CA that is trusted.